MB-910: Microsoft Dynamics 365 Fundamentals (CRM)

Microsoft will retire MB-910: Microsoft Dynamics 365 Fundamentals (CRM) on December 31, 2025. Replacement to be determined.

MB-910 Course: Microsoft Dynamics 365 Fundamentals (CRM)

Want to learn more about Dynamics 365 ? This course provides a comprehensive introduction to the customer engagement features of Dynamics 365. You'll gain a thorough understanding of the concept of customer engagement, the core capabilities of customer engagement applications, and individual customer engagement applications, including Dynamics 365 Marketing , Dynamics 365 Sales , Dynamics 365 Customer Service , and Dynamics 365 Field Service . This course includes both lecture and hands-on labs.

Level: Beginner - Product: Dynamics 365 - Role: Business Owner

Elements of the MB-910 formation

• Explore the core capabilities of Microsoft Dynamics 365 customer engagement applications (19 units)
• Discover the fundamentals of Microsoft Dynamics 365 Customer Insights (20 units)
• Explore the fundamentals of Microsoft Dynamics 365 Sales (23 units)
• Explore the fundamentals of Microsoft Dynamics 365 Customer Service (18 units)
• Explore the fundamentals of Microsoft Dynamics 365 Field Service (18 units)

Course Content MB-910: Introduction to Microsoft Dynamics 365 (CRM)

Module 1. Explore the core capabilities of Microsoft Dynamics 365 customer engagement applications

Lessons

• Describe the basics of Dynamics 365 customer engagement applications
• Describe shared activities and integration options in Dynamics 365 customer engagement applications

Laboratory exercises:

• Working with customer engagement applications
• Manage clients and activities

Module 2. Learn the basics of Microsoft Dynamics 365 Customer Insights

Lessons

• Explore Dynamics 365 Customer Insights - Journeys
• Describe Dynamics 365 Customer Insights - Data and Dynamics 365 Customer Voice
  

Laboratory exercises:

• Create a simple customer journey

Module 3. Exploring the basics of Microsoft Dynamics 365 Sales

Lessons

• Exploring Dynamics 365 Sales
• Describe the functionalities and applications related to Dynamics 365 Sales

Laboratory exercise:

• Create and manage leads and opportunities in Dynamics 365 Sales

Module 4. Exploring the basics of Microsoft Dynamics 365 Customer Service

Lessons

• Exploring Dynamics 365 Customer Service.
• Describe the functionalities and applications related to Dynamics 365 Customer Service.

Laboratory exercise:

• Create and manage cases

Module 5. Learn the fundamentals of Microsoft Dynamics 365 Field Service

Lessons

• Exploring Dynamics 365 Field Service
• Description of the programming process

Language

• Course: English / Spanish

• Labs: English / Spanish

Microsoft Associate Certification: Dynamics 365 Fundamentals (CRM)

Microsoft Certified: Dynamics 365 Fundamentals (CRM)

Demonstrate fundamental knowledge of Microsoft Dynamics 365 customer engagement capabilities.

Level: Beginner
Role: Business Owner
Product: Dynamics 365
Subject: Business applications